Ticket purchase via app – your questions, our answers

Validity of tickets, invoices, and features – here you'll find the most important information about purchasing tickets via app. Is your question not answered here? Then feel free to send us an email at appsupport@bvg.de.

How can I update my personal information?
You can change your name and address in the ticket app under "Change settings". To change your e-mail address, please contact us via e-mail from your BVG Ticket-App account under "My BVG > Help".

Can mobile tickets be purchased in advance, and are they transferable?
Tickets valid for at least one day (24-hour tickets and tourist products) can be purchased up to 30 days in advance. Short-distance tickets, connecting tickets and single tickets are always valid immediately. Mobile tickets are generally not transferable. 

Who can I contact if I have questions about payment?
Please contact our payment service provider "LogPay Financial Services".

I forgot my password, what can I do?
If you use the standard login (without Facebook), then simply click on "Forgotten password". You will receive a new password via email. If you log in with Facebook, please visit Facebook to change your password.

Why do the Ticket-App and the Fahrinfo-App require location authorization?
By accessing your location, we can show you the nearest stops and give you tariff recommendations. If you don't want to share your location, you can also enter the necessary information manually.

When is my purchased BVG mobile ticket valid?
BVG mobile tickets without a selection option are activated for immediate travel. Tickets for which a date (and, if applicable, a time) can be selected are subsequently valid for the selected day or time. You can find out more about this in the respective ticket's information section.

How can I pay for my BVG mobile tickets?
Our apps offer you the following options:

  • SEPA direct debit

  • Credit card payment (Visa, Mastercard, and Amex)

  • PayPal 

  • Apple Pay 

  • Google Pay 

When setting up the payment methods, simply follow the steps within the app.

Can I buy a BVG mobile ticket without registering in the app?
Yes, this option is available with the following payment methods: Apple Pay (iOS), Google Pay (Android) and PayPal (iOS/Android).

Can I buy multiple BVG mobile tickets for people traveling with me?
Yes. To do so, simply purchase the desired number of tickets via one of our apps. However, anyone whose ticket you have purchased must travel together with you, as the tickets are issued in your name and are located on your smartphone.

What do I have to consider when buying a 4-trip ticket as a BVG mobile ticket?

  • The total price for all four sections of the 4-trip ticket is due at the time of purchase.
  • The first section of the 4-trip ticket is activated for immediate use.
  • You will find the remaining sections for further journeys in the menu item "Tickets" under "Credit". These are stored with a value of € 0,-, since the total price has already been paid.
  • A new purchase of a 4-trip ticket for the same tariff zone is only possible if all four sections have been used.
  • You can find the used sections in the menu item "Tickets" under "Expired tickets".
  • You can buy additional sections of the 4-trip ticket for passengers traveling with you. To do this, activate the required number of sections one after the other. It is not possible to activate several sections at the same time.

What happens to my expired BVG mobile tickets?
You can find your previously used BVG mobile tickets in the "Tickets" menu item under "Expired tickets". They will be displayed for up to 35 days. After that, you can view your used BVG mobile tickets on our homepage www.bvg.de via the "My BVG" portal. You can log in using the same login credentials as in the app.

Why is my BVG mobile ticket not displayed?
A stable internet connection is required for the ticket to display. If the connection is interrupted or unstable, the ticket cannot download. Therefore, make sure you have a good internet connection and update the display manually. Then, a synchronization between the app and the server takes place and the BVG mobile ticket is downloaded.

What happens if my phone battery runs out, I have lost my phone, or it has been stolen?
According to the VBB tariff and transport regulations, every passenger must be in possession of a valid ticket for the entire duration of the journey. If your cell phone battery runs out, you must buy another ticket so that you can show it in the event of a ticket inspection. If you have lost your cell phone, you can log in to our BVG apps again with your BVG account on your new cell phone and your tickets will be displayed again.
If your phone is stolen, please contact us as soon as possible from the registered email address so that we can temporarily block your BVG account.

How do I receive an invoice for my BVG mobile ticket?
If you wish to retrieve invoices via the app, open the menu item "Tickets":

  • For a currently valid ticket, click on the three small dots. A pop-up opens with the sub-item "Request invoice". In the new window, enter your email address and we will send you an email with a link to download the invoice.

  • For an expired ticket, select "Expired tickets" under "Tickets", and everything else is as described above.

For each ticket ordered, you will also receive a link to the invoice in your email order confirmation.

How do I show my BVG mobile ticket at a ticket inspection?
Make sure you are logged into the app. Show the ticket inspector your BVG mobile ticket on your smartphone and, if requested, your official photo ID. The BVG mobile ticket is not valid without photo ID. On buses, the check takes place at the front of the bus. Please show your smartphone with the ticket to the driver, and your official photo ID if requested.

Can I change the start settings in the Fahrinfo-App?
You can set your personal start screen in the Fahrinfo-App under "Settings". You can choose between the options "Home", "Timetable", "Departures" and "Tickets".

How can I delete stops from my stop list in the Fahrinfo-App?
A stop under "Timetable" can be deleted by clicking on the stop and sliding it to the left. The same applies to stops under "Departures".

How are the real-time departure times displayed?
Real-time data is indicated by a radio signal icon, usually additionally marked with an '. Early departures or delays are displayed in green/red and marked accordingly with +/-.